Simplesat vs. Medallia
The Medallia alternative for the part support uses every day
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Medallia and Agent Connect, formerly Stella Connect, are built to run feedback programs. Simplesat is built for the rating after each support conversation, in a loop your team runs itself from the helpdesk it already works in.
Medallia
is best for...
Large companies that want to listen across departments and regions at once, with a team whose job is to run the program.
Simplesat is best for...
Support teams on Zendesk, Gladly, Gorgias, and other helpdesks that want feedback close to the work and in their own hands.
Simplesat vs. Medallia
Why teams switch
Support runs it
Your team does the whole setup itself. After launch, adding or rewording a question is support's call, not a request sitting in someone else's queue.
The rating lands where the work happens
A rating can go back on the ticket it's about. A low one can alert someone in Slack or Teams, or open a follow-up ticket in Zendesk or Gorgias.
Every agent's ratings, with the reasons
Dashboards show each agent's results and the comments behind them, so a one-on-one starts from what customers wrote. Agents see theirs in the helpdesk.
Where
Medallia
wins
Switch from
Medallia
in 3 steps
Connect
Install from your helpdesk marketplace and authorize in one click.
Configure
Pick your survey type, match your brand, and set trigger rules
See results
Responses flow into Simplesat and your helpdesk from day one.
Fits right into your workflow
100+ integrations including Zendesk, Gladly, Salesforce and Gorgias — plus Slack, Teams, Power BI, and more. Set up in minutes.
What is
Medallia
Medallia is an experience platform for large companies. It captures surveys by email, web, mobile, and voice, plus messaging, speech, video, digital behavior, and review sites, and analyzes them with AI and text and speech analytics. Agent Connect, formerly Stella Connect, is its product for customer feedback on contact-center agents.
When support's survey is one small part of a Medallia program another team owns, the people deciding what it asks aren't the people answering tickets. Simplesat hands that survey, and what happens after each rating, to the team that answers the tickets.
Frequently asked questions
What happened to Stella Connect?
Medallia renamed it. Agent Connect, formerly Stella Connect, collects customer feedback on the agent after every service interaction and automatically selects interactions for manual quality review. It also has role-specific dashboards, coaching, and leaderboards, and recognizes agents with kudos, badges, and rewards. Plenty of support teams still call it Stella, and everything on this page about Agent Connect applies to it.
Can we keep Medallia for everything else?
Yes. Support runs its own survey in Simplesat, and Medallia keeps doing what it's strongest at: research and listening across departments and regions. When the wider program needs support's results, export them as a CSV or pull them through the API, which every plan includes.
Our quality reviews moved to another tool. Do we still need Agent Connect?
Maybe not. Once reviews happen somewhere else, the rating after each conversation is what's left of the program, and that's the part Simplesat does best. If coaching still happens in Agent Connect, that's a reason to keep it.
Do our agents need seats?
No. The team members being rated are unlimited on every plan and see their feedback in the helpdesk without a Simplesat login, so a seasonal hire doesn't need a seat. Only the admins and managers who sign in count toward your plan's allowance. In Agent Connect, every profile takes a Standard or Flexible seat, and the Flexible seats meant for part-time or seasonal staff "are charged monthly at a small premium to supplement your standard seats."
Can we bring our feedback history with us?
Yes. Past feedback comes in from a CSV, with a preset for an Agent Connect export (the importer lists it as Medallia). A date column keeps each response's original date, so last year's ratings stay in last year, and rows carrying the agent's email or ID stay with that agent. Importing is free, and our team can help.
How long does switching take?
Most teams are collecting feedback within a few days of signing up. A larger rollout, with custom triggers, several brands, or a security review, can take a few weeks.
